Stacy L. Balzer
Director
Service Engineering Operations
Ford Customer Service Division

Ford Motor Company
PO Box 1904
Dearborn, Michigan 48121

June 21, 2024

TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE RECOMMENDED DELIVERY HOLD
Customer Satisfaction Program 24B27 – Supplement #1
Certain 2020-2024 Super Duty and 2021-2025 Model Year Econoline Equipped With a
6.8L or 7.3L Gasoline Engine
Powertrain Control Module (PCM) Software Update

REF:

NEW VEHICLE RECOMMENDED DELIVERY HOLD
Customer Satisfaction Program 24B27
Dated May 13, 2024

New! REASON FOR THIS SUPPLEMENT
•
•

Affected Vehicles: 2020 – 2022 Model Year Super Duty have been added and build dates
have been updated for all vehicles.
Software Availability Update: Software is now available to repair 2023 Model Year Econoline
vehicles. The service action has been updated accordingly.

PROGRAM TERMS
This program will be in effect through July 31, 2025. There is no mileage limit for this program.
URGENCY / EXPIRATION DATE
This Customer Satisfaction Program has an expiration date of July 31, 2025, to encourage dealers
and customers to have this service performed as soon as possible.
We recommend dealers utilize their FSA VIN Lists’ names and address to contact customers with
affected vehicles. This will help minimize the number of vehicles that may require a more extensive
repair. FSA VIN Lists were made available on May 13, 2024.
New! AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Build Dates

Super Duty

2020-2024

Kentucky Truck

November 13, 2019 through April 17, 2024

Super Duty

2020-2024

Ohio

November 21, 2019 through April 12, 2024

Econoline

2021-2025

Ohio

May 30, 2019 through April 15, 2024

US population of affected vehicles: 36,289. Affected vehicles are identified in OASIS and FSA VIN
Lists.

 Copyright 2024 Ford Motor Company

REASON FOR THIS PROGRAM
In affected vehicles, the Variable Displacement Oil Pump (VDOP) delivers oil to the engine at low
pressure/capacity during idle conditions. Routine occurrences of prolonged idle time may result in
excess wear to the engine camshaft lobes and valve tappet surfaces due to reduced lubrication. Over
time, the engine may progressively run rough due to cylinder misfire. Additionally, customers may
hear engine tapping noises and the Check Engine Light (CEL) may illuminate.
New! SERVICE ACTION
Ford recommends before delivering any new in-stock vehicles involved in this program, dealers are to
update the PCM calibration on 2023-2024 Super Duty and 2023-2024 Econoline vehicles. This
service must be performed on all affected vehicles at no charge to the vehicle owner. For new vehicle
storage guidelines, refer to EFC13033, Storage Guidelines for New Vehicles.
Vehicle

Super Duty

Econoline

Model Year

Software Availability

Projected Availability

2020

Unavailable

October 1, 2024

2021

Unavailable

September 2, 2024

2022

Unavailable

August 5, 2024

2023

Available

2024

Available

2021

Unavailable

July 8, 2024

2022

Unavailable

July 8, 2024

2023

Available

2024

Available

2025

Unavailable

July 8, 2024

NOTE: Software is not currently available for 2020-2022 Model Year Super Duty, 2021-2022 and
2025 Model Year Econoline vehicles. This FSA will be updated and VINs will be added to the
program as software becomes available based on the software availability chart shown above.
For new vehicle storage guidelines, refer to EFC13033, Storage Guidelines for New Vehicles.
IMPORTANT: Dealers should open a Repair Order (RO) only when a full dealer bulletin is
published. Opening an RO against an Awareness or Advance Notice will result in warranty
rejections against a recall.
To assist vehicle owners to have this repair completed when parts are available, dealers should:
• Arrange for a mobile repair at the owner’s location, or:
• Arrange to pick up the owner’s vehicle and drive it to the dealership for repairs.
o Re-deliver the owner’s vehicle after repairs have been completed.
• Pick-Up & Delivery and mobile service should be made available for all customers. Refer to
the Rental and Claiming sections for further details.
New! OWNER NOTIFICATION MAILING SCHEDULE
For owners of 2023 Econoline vehicles, letters are expected to be mailed the week of July 8, 2024.
Owners of 2023-2024 Super Duty and Econoline vehicles were mailed letters the week of May 16,
2024. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the
customer has received a letter.

 Copyright 2024 Ford Motor Company

ATTACHMENTS
• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pick-Up & Delivery Record
• Owner Notification Letter
QUESTIONS & ASSISTANCE
For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web
Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician
System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,

Stacy L. Balzer

 Copyright 2024 Ford Motor Company

Administrative Information
Page 1 of 3
Customer Satisfaction Program 24B27 – Supplement #1
MOBILE SERVICE REPAIR ASSESSMENT LEVEL
• All repairs in this program have the following assessment level.
- Mobile Reprogramming
MOBILE REPAIR RECOMMENDATIONS
• Confirm with the customer a mobile repair is feasible.
• Check OASIS before going to the customer’s home or business to confirm if any other
outstanding FSA needs to be completed.
• Transportation – due to the simplicity of this repair, a specialty vehicle is not required.
MOBILE REPAIR ADDITIONAL INFORMATION
Please ensure the technician brings the following to the mobile repair destination:
• Printed Technical Instructions.
• Printed Repair/Work Order or any other necessary documentation as customer copy(s)
o Documents could also be emailed to the customer.
• Shirt/uniform and vehicle graphic with the dealership or Ford logos are recommended.
MOBILE REPAIR QUESTIONS AND ASSISTANCE
• For questions and assistance, contact the Special Service Support Center (SSSC) via the
SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC
contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline:
(800) 325-5621.
OASIS ACTIVATION
OASIS was activated on May 13, 2024.
FSA VIN LISTS ACTIVATION
FSA VIN Lists for vehicles that have software released will be available through
https://web.fsavinlists.dealerconnection.com on June 21, 2024. Owner names and addresses will be
available by July 19, 2024. FSA VIN Lists for the remaining vehicles will be available as dealer bulletin
supplements are released to include those vehicles.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle
registration records. The use of such motor vehicle registration data for any purpose other than in
connection with this program is a violation of law in several states, provinces, and countries.
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service
action.
SOLD VEHICLES
• Owners of affected vehicles will be directed to dealers for repairs.
• Immediately contact any of your affected customers whose vehicles are not on your VIN list
but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when
available) and schedule a service date.
• Correct other affected vehicles identified in OASIS which are brought to your dealership.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 2 of 3
Customer Satisfaction Program 24B27 – Supplement #1
STOCK VEHICLES
• Correct all affected units in your new vehicle inventory before delivery.
• Use OASIS to identify any affected vehicles in your used vehicle inventory.
BRANDED / SALVAGED TITLE VEHICLES
Affected branded / salvaged title vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
MOBILE REPAIR CLAIMING QUESTIONS
Dealers participating in the Remote Experience Program:
• Ford Dealers - refer to EFC14125, 2024 Remote Experience Program.
• Lincoln Retailers - refer to EFC14164, 2024 Remote Experience Program.
Dealers NOT participating in the 2024 Remote Experience Program:
• For questions and assistance, contact the Special Service Support Center (SSSC) via the
SSSC Web Contact Site. Work with the Dealership warranty administrator to create an SSSC
contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline:
(800) 325-5621.
PICK-UP & DELIVERY- Participating Dealers
Dealers participating in the Remote Experience Program:
• Ford Dealers - Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
Offset section for additional details.
PICK-UP & DELIVERY- Non-participating Dealers
Ford Dealers not participating in the 2024 Remote Experience Program for Pick-Up & Delivery are
authorized to claim unique services for completing this program.
• Dealers are authorized to claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services. Refer to Labor Allowances for details.
• Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order documentation.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For related damage and access time requirements, refer to the Warranty and Policy Manual /
Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances
for FSAs / Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required, although related damage must be on a separate repair line with the “Related
Damage” radio button checked.
o Ford vehicles – 3 years or 36,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site before completing the repair.

 Copyright 2024 Ford Motor Company

Administrative Information
Page 3 of 3
Customer Satisfaction Program 24B27 – Supplement #1
CLAIMS PREPARATION AND SUBMISSION
• Technician Competency Requirement: The STST Competency 10 certification requirement
in the U.S. market only will be enforced starting with repair orders opened on or after April 1,
2024. FSA repairs will reject if the repairing technician is not certified in STST Competency 10
FSA. See EFC14251 for more details.
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims:
 Claim type 31: Field Service Action
 Sub Code: 24B27
 Customer Concern Code (CCC): E69
 Condition Code (CC): 04
 Causal Part Number: 12A650, Quantity 0
o For additional claims preparation and submission information, refer to the Recall and
Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a
separate repair line from the FSA with the same claim type and subcode as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
• Pick-Up & Delivery:
o Dealers participating in the Remote Experience Program –
 Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery
(PDL) Offset section for additional details.
o Dealers NOT participating in the Remote Experience Program –
 Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery
services.
 Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order
documentation.
• Mobile Repair:
o Dealers participating in the Remote Experience Program –
 Ford Dealers - refer to EFC14125, 2024 Remote Experience Program.
 Lincoln Retailers - refer to EFC14164, 2024 Remote Experience Program.
o Dealers NOT participating in the Remote Experience Program –
 Mobile repair allowances can be claimed for dealer-performed mobile repairs.
Dealers that are working with Ford-contracted mobile repair companies should
refer to those companies for claiming instructions.
 For dealer-performed mobile repairs, retain a copy of the Service Management
signed record (see Repair Procedure Improvement & Revised Labor Time),
with the repair order documentation.
 Claim the mobile repair allowance Labor Operation Code 24B27 along with the
applicable Labor Operation Code for the repair (refer to the Labor Allowances
table in Labor Allowances and Parts Ordering Information).

 Copyright 2024 Ford Motor Company

Labor Allowances and Parts Ordering Information
Page 1 of 1
Customer Satisfaction Program 24B27 – Supplement #1
LABOR ALLOWANCES
Description

Labor Operation

Labor Time

All Vehicles - Update the Powertrain Control Module (PCM)
software using FDRS

24B27B

0.3 Hours

Mobile Service:
This allowance is only for non-eligible 2024 Remote
Experience Program Dealers.
Can be used when the repair takes place away from the
dealership.
If Additional Time is Required Due to Travel, Please Submit
an SSSC Approval Form

24B27MM

0.5 Hours

Vehicle Pick-Up & Delivery Allowance:
This allowance is only for non-eligible 2024 Remote
Experience Program Dealers.
NOTE: This allowance is for dealer-performed vehicle PickUp & Delivery for dealership repairs only. Can only be
claimed once, regardless of outstanding FSAs repaired.

24B27PP

0.5 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.

 Copyright 2024 Ford Motor Company

TECHNICAL INSTRUCTIONS
PAGE 1 OF 2
CUSTOMER SATISFACTION PROGRAM 24B27-S1

CERTAIN 2020-2024 MODEL YEAR SUPER DUTY AND 2021-2025 MODEL YEAR
ECONOLINE VEHICLES EQUIPPED WITH A 6.8L OR 7.3L GASOLINE ENGINE
— POWERTRAIN CONTROL MODULE (PCM) SOFTWARE UPDATE
SERVICE PROCEDURE
IMPORTANT! The Service Technician Specialty Training (STST) Competency 10 certification
requirement, for U.S. market only, will be enforced starting with repair orders

opened on or after April 1, 2024. Field Service Action (FSA) repairs will reject if

the repairing technician is not certified in STST Competency 10 FSA. See

Electronic Field Communication (EFC) 14251 for more details.

Module Programming
NOTE: Program appropriate vehicle modules before performing diagnostics and clear all Diagnostic
Trouble Codes (DTCs) after programming. For DTCs generated after programming, follow normal
diagnostic service procedures.
1. Connect a battery charger to the 12 Volt (V) battery.
• Use of a heavy-duty charger is recommended to maintain proper battery voltage during this
procedure.
NOTE: Verify the negative cable of the charger is installed on a chassis or engine ground and not
the 12V battery negative terminal to prevent the battery saver mode from activating on the
vehicle.
NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure
there is a good internet connection and the Vehicle Communication Module (VCM) is properly
connected to the Data Link Connector (DLC).
2. Log into Ford Diagnostic and Repair System (FDRS).
NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is
run. Vehicle identification data appears on the screen when this is complete.
3. Click Read VIN from Vehicle or manually enter the Vehicle Identification Number (VIN).
NOTE: Available modules are shown on the left hand (LH) side of the screen and available procedures
are listed on the right hand (RH) side of the screen. Modules that are communicating are
highlighted in green.
4. Select Toolbox tab.
5. From the list on the LH side of the screen, select the PCM.
6. From the list on the RH side of the screen, select PCM - Powertrain Control Module (PCM) Software
Update.
7. Click RUN. Follow all on-screen instructions carefully.
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2024

TECHNICAL INSTRUCTIONS
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 24B27-S1

8. From the list on the RH side of the screen, select Self-Test and click RUN.
9. Click the Run Selected Tests button in the lower right.
10. Click the Clear & Retest button at the top of the screen to clear DTCs in all modules.
11. Disconnect the battery charger from the 12V battery once the programming has completed.
NOTE: Advise the customer this vehicle is equipped with an adaptive transmission shift strategy
which allows the vehicle's computer to learn the transmission's unique parameters and improve
shift quality. When the adaptive strategy is reset, the computer will begin a re-learning process.
This re-learning process may result in firmer than normal upshifts and downshifts for several days.

Important Information for Module Programming

NOTE: When programming a module, use the following basic checks to ensure programming completes
without errors.
• Make sure the 12V battery is fully charged before carrying out the programming steps and connect
FDRS/scan tool to a power source.
NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software.
• Inspect the Vehicle Communication Module II (VCM II)/Vehicle Communication Module III (VCM III) or
the Vehicle Communication and Measurement Module (VCMM) and the cables for any damage. Make
sure scan tool connections are not interrupted during programming.
• A hardwired connection is strongly recommended.
• Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC
system, etc.) and close doors.
• Turn the accessories back on after programming has completed.
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio,etc.).
• Follow all scan tool on-screen instructions carefully.
• Disable FDRS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will cause
errors within the programming inhale process.

Recovering a module when programming has resulted in a blank module
a. Disconnect the VCM II/VCM III or the VCMM from the data link connector (DLC) and your computer.
b. After ten seconds, reconnect the VCMII/VCMIII or the VCMM to the DLC and the PC. Launch FDRS.
The VCMII/VCMIII or the VCMM icon should turn green in the bottom right corner of the screen. If it
does not, troubleshoot the FDRS to VCM connection.
c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from
the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle”
and proceed through the Network Test.
d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module
Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed,
select “No” and continue through the installation application.
e. Once programming has completed, a screen may list additional steps required to complete the
programming process. Make sure all applicable steps are followed in order.
CPR © 2024 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
06/2024

Mobile Service Repair Assessment
Page | 1

NEW VEHICLE RECOMMENDED DELIVERY HOLD
Customer Satisfaction Program 24B27 – Supplement 1
Certain 2020-2024 Super Duty and 2021-2025 Model Year Econoline Equipped with a 6.8L or
7.3L gasoline engine
Powertrain Control Module Software Update
Mobile Service Repair Assessment

Assessment levels have been identified to help determine the ease of performing eligible mobile
service repairs for a Field Service Action (FSA) outside of the dealership service facility.
Dealer Bulletin
Within the Administrative Information Attachment of the dealer bulletin a mobile service repair
assessment level(s) will be provided. These assessment levels have been determined using the
amount of time, equipment and labor identified to perform the intended service action.
Assessment Levels
- Mobile Reprogramming
- Light Mobile Service
- Enhanced Mobile Service
- Advanced Mobile Service
- Wheel and Tire Mobile Service
- Not a Mobile Service Repair
Description of each level that is used to determine the overall assessment.
– Mobile Reprogramming
• Module Programming or similar type services
• Minimum tools maybe required other than an IDS/FDRS setup
• FDRS programming that requires internet connection (wi-fi or mobile hotspot)
• Make sure vehicle has a charge port to ensure battery voltage is maintained during
flashing of the module(s)
• Repairs not greater than 1 hour in length (including time to wait for programming)
Note: The location will need a charging station or wall box to maintain the 12-volt battery.
•
•
•
•

– Light Mobile Service
Interior repair procedures that do not require seat, dash, or headliner removal
Under hood repairs that do not require large component removal
Exterior repairs that do not require large component/panel removal
Repairs may require standard hand tools (Access to a Technician starter kit or similar)

 Copyright 2024 Ford Motor Company

Mobile Service Repair Assessment
Page | 2

NEW VEHICLE RECOMMENDED DELIVERY HOLD
Customer Satisfaction Program 24B27 – Supplement 1
Certain 2020-2024 Super Duty and 2021-2025 Model Year Econoline Equipped with a 6.8L or
7.3L gasoline engine
Powertrain Control Module Software Update
– Enhanced Mobile Service
• A two-person process is required anytime a procedure requires work under the
vehicle
• Brake Inspection and Brake Repair/Replacement
• Limited Suspension Component replacement (no alignment)
• Under Vehicle access for limited repairs (no large component removal)
• Vehicle Check Up - VCU
• Pre-Delivery Inspection - PDI
• Used Car Inspection/Presale Inspection
• May require floor jack, jack stands, and impact tools
Note: Wheel lock may be required.
•
•
•

– Advanced Mobile Service
Fluid Exchange/Oil Change
Light Repairs
Brake Hydraulic Repairs

– Wheel and Tire Mobile Service
• Tire Removal from Wheel
• Tire Balancing
• Tire Repair
Note: Specialized Mobile Service unit and equipment including Tire balancer and Tire
Changer required.
– Not a Mobile Service Repair
• Large component removal
• BEV Battery Replacement
• Requires a vehicle hoist – to complete the repair (more than inspection)
• Required vehicle alignment
• Requires significant vehicle disassembly
• Repairs greater than 2-3 hours
• Any repairs that require M-Time
• Includes a service procedure where the vehicle owner may be distressed about the state
of their vehicle

 Copyright 2024 Ford Motor Company